Customer Support - Senior Support Specialist

Customer Support
- Senior Support Specialist

Irvine, CA, USA

Posted Wednesday, June 24, 2026 at 7:00 AM

At Light Box, we strive to not only equip confident, data‑driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.

With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.

Light Box is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.

This position acts as an escalation point for support teams, partners with internal teams to resolve recurring or complex issues, and contributes to process improvements that enhance support efficiency, customer satisfaction, and product quality. The Senior Support Specialist works closely with Client Support, Product, Engineering, and other cross‑functional partners to investigate issues, communicate efficiently with customers, identify trends, and support timely resolution of customer‑impacting problems.

The ideal candidate is a highly analytical and customer‑focused technical support professional with strong SaaS troubleshooting experience, strong communication skills, experience using ticketing or CRM systems, and working knowledge of SQL, APIs, data analysis, and technical support processes.

• Act as an escalation point for support teams by investigating and resolving complex technical, functional, data, and integration‑related issues.
• Provide in‑depth troubleshooting, data analysis, root‑cause investigation, and resolution support for advanced software, platform, and customer issues.
• Communicate with customers during escalated issues, urgent matters, outages, or service‑impacting events, ensuring updates are clear, timely, and professional.
• Collaborate with Engineering, Product Management, Client Support, and other internal teams to resolve escalated customer issues and support corrective actions.
• Identify recurring issues, support root‑cause analysis, and provide feedback to internal teams to improve product quality, support processes, and the customer experience.
• Design, document, and support automated workflows, technical processes, and internal tools that reduce manual effort and improve support resolution times.
• Mentor support specialists by providing guidance, training, case review, and support in handling complex or challenging customer issues.
• Monitor support trends, ticket patterns, and customer feedback to proactively identify opportunities to reduce ticket volume and improve customer satisfaction.
• Contribute to product improvement by capturing, documenting, and communicating customer feedback, recurring pain points, and product enhancement opportunities.
• Participate in testing new product releases to identify potential customer‑impacting issues before release and provide feedback to Product and Engineering teams.
• Maintain accurate documentation of troubleshooting steps, customer communications, issue resolutions, and internal process updates.
• Use ticketing, CRM, chat, and support platforms to manage customer issues, maintain service levels, and ensure timely follow‑up.
• Provide occasional after‑hours support on a rotational basis to address urgent or critical customer needs.
• Work independently and collaboratively in a fast‑paced environment while maintaining professionalism, accuracy, and strong customer focus.
• This is a non‑exempt position within the applicable hourly range based on a 40‑hour work…